My sincere apologies for the confusion, but since the case was already escalated to our loyalty team and you've been provided with a reference number, I think it's best for us to await their feedback on the matter. Let us know when you've been contacted.
Yeah, I call everyday to follow up. So far it's always wait 24hours for a call back from the loyalty team. So far I never received a call back. It kinda feels like the word escalation is a joke among the loyalty team.